Support access
See every time Inkwave support looked at your publication to help with a ticket, what they looked at, and end a visit whenever you want.
What support access is
Sometimes the quickest way for Inkwave support to solve a problem is to see what you see. Support access lets a member of the support team open a read-only view of your publication's dashboard for a short time, tied to a support ticket.
During a support session they:
- can't change, publish or send anything
- can't see your subscribers' names or email addresses
- can't open individual subscriber pages, survey answers, automation workflows, your webhooks, your MCP keys, or anyone's account pages
- can't see your billing account details or copy team invite links
A session is always time-limited: it lasts 15, 30 or 60 minutes, and then it ends on its own. It also ends early if it reaches an activity limit.
You always know
A support session is never hidden from you:
- In the app: the owner and admins get a notification in the bell, such as "Sam from Inkwave support is viewing this publication", with the reason they gave. Clicking it opens this page.
- By email: the owner gets an email titled "Inkwave support is viewing" followed by your publication's name. It says when the session started, how long it can last, the ticket, and how to reach support. To avoid flooding your inbox, this email is sent at most once a day per publication. The in-app notification comes every time.
- On this page: every session is listed, live or past.
The Support access page
Go to Settings, Support access. Only the owner and admins can open it.
Each row shows:
| Column | What it shows |
|---|---|
| Inkwave support | The first name of the person, and the ticket the session was for. |
| Reason | Why they opened the session, in their own words. |
| When | When it started, and when it ended or will end. |
| Status | Whether it is still live, or how it ended. |
| What they viewed | Which parts of your dashboard they looked at, with how many times. It names the areas, never the data in them. |
The status can be:
| Status | Meaning |
|---|---|
| Live | The session is going on now. |
| Expired | It ran its full time. |
| Ended by Inkwave support | The support person closed it. |
| Ended by your team | You or an admin ended it. |
| Revoked by Inkwave | Inkwave stopped it. |
| Ended: the operator's access was removed | The person no longer has support access. |
| Replaced by a newer session | A new session took its place. |
| Ended: activity limit reached | It reached the most activity a session allows. |
If no one from support has ever opened a session, the list shows "No data available". Until Inkwave has switched support access on, support can't open a session at all, so the page stays like that.
Ending a session
If a session is Live, click End session on its row and confirm. Support loses access immediately. To look again, they would have to start a new session, and you would be notified again.
After you end a session, the same support person can't open another one on your publication for 24 hours. Support is also limited to a few sessions per publication each day.
Troubleshooting
I got a notification but didn't ask for help: check the reason and ticket on this page. If you don't recognise it, end the session and reply to the email or contact Inkwave support.
I can't see the Support access page: only the owner and admins can. Ask one of them.
The email never arrived: it is sent to the owner only, and at most once a day. The bell notification and this page always show every session.